Quality Assurance Associate, Customer Experience

2 days ago

Mumbai, India Global Industrial Full time

**Global Industrial**:
**Corporate Overview**

For over 70 years Global Industrial has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America.

We carry over one million industrial, material handling and business products that are sold through our website, corporate sales people and full color catalogs. We are constantly increasing our product offerings to meet the diverse and changing needs of our customers. Our customers include small to large corporations, institutions, government agencies and consumers across North America.

**Key Responsibilities**:

- Quality Assurance Associate

**Responsibilities**:
- Review the customer interaction
- Document the associate use of resources (PCS, HighJump, Max, etc,)
- Determine the associate ability to complete appropriate task
- Create and deliver coaching feedback- Collaborate with Leadership to develop Associate excellence
- Lead calibration sessions with Associates, Leads, Supervisors and Managers
- Prepare and conduct training and coaching sessions for best practices- Generate and complete weekly progress logs to document evaluations
- Analyze data to identify areas for improvement in the quality system
- Proactively reviews current process and quality measures for efficiency and accuracy- Create and deliver trend and summary reports
- Identify and recognize quality and performance trends and communicate to Leadership Team
- Create coaching and action plans for associates
- Develop and Implement reference guides for associate use- Develop and deliver coaching reports and feedback
- Lead skill practice in team meetings
- Identify training needs and organize training sessions to meet quality standards- Maintains current knowledge of the Customer Experience processes and policies

**Competencies and skills**:

- Proficient in the use of Microsoft Office Suite
- Attention to detail and organized workspace
- Outstanding time management skills and flexibility
- Ability to work within a team and independently
- Excellent verbal and nonverbal communication skills
- Strong passion for quality service, critical thinking skills and a problem-solving aptitude
- Experience and familiarity with Global Care duties and processes
- Approach evaluation and complete sans-bias

**EEO/AA Statement**:
Global Industrial provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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